“The project to provide all of my officers with mobile technology has been a resounding success,” says Greater Manchester Police Chief Constable Ian Hopkins. Four enablers can accelerate digital transformation in government: strategy; governance and organization; leadership, talent, and culture; and technology. All Rights Reserved. The Indian city of Nagpur is expanding rapidly, and unplanned urbanization has resulted in slums, pollution, poor waste management and inadequate public transport. A recent report from the World Economic Forum (WEF) labels governments “the dinosaurs of the digital age: slow, lumbering and outdated.” And according to WEF’s 2016 Network Readiness Index, which assesses digital advancement, the gap is widening between the growth in individuals’ ICT use and governments’ engagement in the digital economy. Many governments already feel the pressure to modernize. With better visibility of spending, governments can make better decisions about how to allocate public resources. Economic growth, social cohesion and equality of opportunity rely on a country’s workforce being skilled and ready to embrace the needs of 21st-century employers. They will also be in much better shape to weather the next surge of disruption, whatever form that may take. It has also introduced other digitalization initiatives aimed at reducing maintenance costs, making services more reliable, and providing better and faster information for travelers and train operators. Governments have a responsibility to safeguard their citizens from a whole range of threats, enabling them to live and work without fear. Updates from the Scottish Government's Digital Dirtectorate. Already, artificial intelligence (AI) can help deliver services to citizens, using chatbots to complete transactions within government websites. If the number of non-digital transactions could be reduced to 20% over a ten-year period, “productivity, efficiency and other benefits to government worth around $17.9 billion (in real terms), along with savings in time, convenience and out-of-pocket costs to citizens worth a further $8.7 billion” according to Deloitte Access Economics.. Less burden on IT (when delivered with cloud-based technologies). After reorganising operations and successfully changing company culture, here are 10 benefits your enterprise can expect: Reduced costs: Optimising business technology and operations around digital technology means cost-per-transaction savings and increased sales. Unlocking data improves child protection services in Australia, Intelligent automation helps a UK local council improve services, Managing cybersecurity risks on Norway’s railways, Smartphones and wearable tech boost Manchester police, Nagpur uses technology to improve growth and quality of life, How does digital government become better government? Will your digital investment strategy go from virtual to reality? Estimates show that nearly US$100 trillion globally needs to be spent on infrastructure in the next 20 years. Mobile technologies can help agencies empower their workforce to do their jobs more effectively. New digital professions are now established across the public sector. However, it lacked a coherent framework for managing cybersecurity risk. Governments must adopt, update and strengthen policies to mitigate adverse social and economic consequences — such as the displacement of workers in some lower-skilled jobs, and widening social inequality. By harnessing digital to build and deliver services, the government can transform the relationship between citizen and state. Reducing the amount of manual and repetitive work leads to higher levels of productivity and satisfaction, in turn helping to attract and retain high-quality candidates and improve citizens’ experience with government services. As well as deploying these technologies to boost public value, governments must think differently about their role, becoming a platform for an ecosystem of partners including agencies, private businesses, not-for-profit organizations, social enterprises and citizens that together can develop innovative services and business models. Keeping people, information and strategic interests safe. Many governments recognize the need for digital transformation and digital maturity. Increase in Revenues: This is one of the most obvious and common benefits of the digital economy. Citizens are becoming increasingly concerned about the way their data is being used. Citizens’ input and ideas were vital, and were used to help prioritize the delivery of smart services, to tackle key areas of concern such as safety, cleanliness and access to the internet. The council has realized significant benefits. Our Government & Public Sector community brings together more than 20,000 EY people from over 100 countries. Digital transformation is not just about new technologies, but requires an overhaul of organizational structures, governance, work processes, culture and mindset. Digital technologies create opportunities to explore new models for providing services, improve management of resources through smarter spending, and link the money invested in programs and services to the outcomes they produce for citizens, boosting accountability and trust. Given the sensitivity, strict controls and protocols have been established to govern data sharing. Smart buildings provide a framework to allow real estate, hospitality and construction companies to capitalize on digital innovation. Employee engagement and job satisfaction are higher as a result. The use of advanced analytics allows governments to leverage data continually gathered from people and devices to improve service design and personalize delivery. 4. Regarding the openness, the benefits of digital government are the high levels of interaction between government and citizens, which facilitates innovation in the digital age and create … proven benefits of digital transformation Smart technology and connected systems are the foundations for business efficiency. Governments must also pursue policies to encourage a thriving digital economy. 2. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities. Better collaboration among departments. These intelligent devices enable more efficient and effective monitoring and control of energy and water systems, transportation networks, human services, and public safety operations – all core government functions. For example, patients making online appointments with a health service provider could be guided to additional sources of help with their condition, such as a nearby support group or exercise class. How does digital government become better government? A cashless economy is being promoted, paving the way for financial inclusion initiatives. The time and resources saved equate to 66 additional officers in the field per year. It applies digital technology – such as smart devices, sensors and software – to physical structures, from power plants to bridges. On the other hand, digital technologies and better data sharing provide a sophisticated means of combating threats. It integrates, matches and merges data to provide a holistic, single view of every child and young person under care. Terrorists, fraudsters and hackers can jeopardize the delivery of essential public services and the smooth running of civil society, including the election process. 3D printing has the potential to improve turnaround time and reduce construction costs for infrastructure and public transportation projects; establish more efficient and lower-cost supply chains for defense agencies; and facilitate job creation and economic transformation of remote locations through the introduction of new manufacturing capabilities. When implementing digital services, innovators can meet challenges related to internal risk aversion and user adoption, but these challenges are easily overcome and quickly replaced by benefits, which include: 1. Increased public participation. Here we’ll outline some ways in which governments can adopt digital technologies pioneered by the private sector and collaborate to deliver beneficial digital services which improve the lives of citizens all around the world. “The challenge is that citizens’ needs are getting more complex while at the same time everyone expects councils to do more with less,” says Shelia Haig, the council’s Revenues and Benefits Manager. Clear benefits of digital government transformation & FPT Case study. Many emerging countries need new infrastructure to support their growing populations and increased economic activity, while mature markets must renew deteriorating or inefficient infrastructure. The public sector cannot fund every infrastructure project itself; it must find innovative ways of working with other investors. Smart infrastructure offers a way to harness the latest technologies to obtain maximum value and efficiency and create resilience and sustainability. The report finds that whilst “governments have adopted a range of digital innovations in recent years and are gradually moving services online, in general, the citizens and private sector’s take-up of digital technologies has been faster”. You may withdraw your consent to cookies at any time once you have entered the website through a link in the privacy policy, which you can find at the bottom of each page on the website. Posted on November 2, 2015 in Australia, Digital Transformation, Digital Trends. Administrative tasks are being provided with high accuracy and reduced effort. Digital Transformation in Government (Online) Executive Program. However, the years of underinvestment in infrastructure is now catching up with countries around the world. Reduced labor costs. Improving capabilities in the public sector and reimagining work. Governments need to build the skills and capabilities of their own employees in order to drive greater efficiencies, elevate customer focus and strengthen diversity and inclusion. GDS provide the tools, skills and techniques needed for that to happen. To build a public sector that is fit for the future, government must reinvent itself. Around 40% of transactions with Australian state and federal government are still completed using traditional (non-digital) channels, according to recent research. Though slow on the uptake, in the years to come we can expect a number of governments to increase spending on digital transformation. Government sectors, realizing the benefits of automation, have been using technology like AI and chatbots to create more citizen-centric experiences. Government benefits Productivity and efficiency Digitising customer transactions can unlock a range of productivity and efficiency benefits for government. Here is how a government can ensure … The cybersecurity improvements have led to more transparency regarding risks, making the network more secure, passengers safer, and data better protected. The platform puts relevant information about a child in the hands of frontline staff, helping them make the right interventions at the right time. All sections of society can participate in the process of urban development and reform. Departments have become better at sharing platforms and components, code, patterns and bes… New VicCloud Protect Secure Cloud Platform, New WA Privacy and Responsible Information Sharing laws, State of the Data and Digital Nation 2019, Copyright © 2020 | MH Magazine WordPress Theme by MH Themes, Open data key to the digital transformation of government, Digital technologies at the heart of public service transformation and as a catalyst for economic growth and innovation, Digital government the pathway to delivering future public services, Digital transformation of the public sector will require fundamental reforms. In turn, employees are freed up to spend less time carrying out routine tasks, and more time using their specialist skills. It also means realizing a wider vision of relationships and business models that will redesign how public services function. 5. To realize this vision, FACS needed an information system that could support decision making and improve collaboration between the network of family, carers, caseworkers and service providers. “This is for a range of reasons including the complexity of government tasks, organisational inertia and the lack of competition in service delivery” the report adds. The threats from unpredictable states, terrorist groups and other non-state actors are increasing and made more complex through digital technology. Police forces are using mobile technologies to reduce incident response times, while data analytics is enabling predictive policing models and better threat analysis planning. The reforms aim to give children and young people the chance to have a safe, loving, permanent home for life, and help them reach their potential. Over the course of a nine-month deployment, 6,500 officers and other staff were equipped with more than 9,000 devices including smartphones, tablets and wearable tech. Working with governments to build stronger administrations for impactful public policies. “The future of government services will be aimed more towards offering personalised or individual-orientated services rather than ‘citizen-orientated’ services in government”. Optimizing the return on public investment. (pdf), Understand their citizens better and achieve better outcomes, Provide services more effectively and efficiently, Engage with external partners to develop new delivery models, Commercialize some public services and develop fresh sources of revenue, Freeing up social workers’ time by automating the carer payment process, Increasing the accuracy and speed of the landlord registration process, Improving the social housing repairs process, Accelerating the customer contact process, Introducing automated audit and reporting relating to all purchase card transactions, Enhancing the scheduling of social workers to support vulnerable children. EY is a global leader in assurance, consulting, strategy and transactions, and tax services. “The citizen experience is among the top drivers in digital transformation of government bodies,” with an emphasis on protecting the privacy of citizens … The department has replaced 14 disparate legacy systems with a single cloud-based platform. Digitising customer transactions can unlock a range of productivity and efficiency benefits for government. Passionate about leading teams to guide public performance, innovation and service. They will also be in much better shape to weather the next surge of … Predictive analytics and text mining can make an important contribution to the smart management of public resources by anticipating problems and enabling preventative action — for example, identifying taxpayers at risk of nonpayment. It can help improve urban planning by optimizing routes for transport operators, reducing commuters’ journey times; provide educational support to students based on their individual learning needs; and enable online self-referral and screening, signposting citizens to social services based on their needs and eligibility. Estonia, a country with a population of only 1.3 million, is frequently cited as a leader in digital government. It's also a cultural change that requires organizations to continually challenge the status … In a year where many government services and processes rapidly pivoted to digital formats, this online program will further develop your digital fluency, particularly in the challenges and opportunities technology is creating for government. This material has been prepared for general informational purposes only and is not intended to be relied upon as accounting, tax, or other professional advice. Policy bottlenecks and bureaucratic inertia, Transitioning government staff to new roles. Some governments are already using a virtual workforce to automate routine business processes, relieving the burden of high-volume, repetitive tasks, and freeing up time and resources that can be focused on frontline services. Importantly, orga… The EY team helped Bane NOR develop and implement a risk management process for cybersecurity. Paving the way for local authorities to become a hub for local businesses, contractors and franchises to boost revenue in the local community. When the transactions are digitized, monitoring sales and taxes becomes convenient. On the one hand, as governments embrace digital technologies and become more interconnected with partner organizations and smart devices, new vulnerabilities arise that can be exploited by cyber attackers. These e-participation tools also encourage greater collaboration with citizens by involving them in decision making, policy setting, budget prioritization, problem solving and the co-design of services. Enabling success in digital government. According to a survey of 28,000 Internet users in the European Union, the top benefits of e-government include saving time (80 percent), gaining flexibility (76 percent) and saving money (62 percent). The first city selected for this transformation was Nagpur. As they gradually build a more dynamic and responsive environment, governments will attract younger workers who are in search of purpose-led roles where they can make a difference to society. Governments need to do more to attract, retain and develop people with the required skills and capabilities. Governments need to reimagine how digital can be used to enhance the citizen’s end-to-end experience of public services. Mobile services, such as apps and SMS, enable people to access the services they need in a more convenient and targeted way. Emergency services can be accessed seamlessly throughout the city. transformation.8 Digital transformation became associated with more profound shifts in the way government departments operate and even with reshaping operating models across departmental boundaries when there are benefits for citizens from The lack of evidence-based investment by the government and poor use of data meant that service delivery for child protection was often ineffective and reactive. ... “The citizen experience is among the top drivers in digital transformation of government bodies,” with an … Introducing new technology such as IP (Internet Protocol)-based traffic management, new IoT systems and analytics not only solves problems — it introduces fresh challenges and risks that the organization must take into account. To create this digitally enabled public sector of the future, governments have five critical areas to consider. 4 Digital transformation is the integration of digital technology into all areas of a business, fundamentally changing how you operate and deliver value to customers. Governments must also exploit the power of cloud computing to increase their own computing capacity, support secure biometric identification programs and provide safe payment platforms for citizen transactions. All of us share a passion to help governments work better for their people. Creating this culture partly relies on governments freeing up employees’ time to concentrate on more stimulating and value-adding tasks. In a competitive labor market, the public sector has not always been an employer of choice for top talent. EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. The Digital Government Transformation report commissioned by Adobe analyses the the economic benefits that can be realised from greater adoption of digital technologies for federal and state government customer transactions. Because digital transactions are generally faster, more convenient and mobile, they are fast becoming the preferred channel for citizens to access government services. This can be done by deploying intelligent automation tools to complement human workers. This is a post by Scott McLear, our Digital Communications and Engagement Manager. Governments have many reasons to meet these expectations by investing in a comprehensive public-sector digital transformation. A measurement and benefit framework was established in 2012 to show the positive impact of the strategy Scotland’s Digital Future: Delivery of Public Services.. Blockchain technology can help track how money is spent through the system — for example, from finance ministry to spending department and then delivery agency. As a high proportion of public sector employees regularly work outside the office, they can be equipped with devices such as smartphones, tablets, and laptops to perform their duties wherever they’re located. Governments are facing strong pressure to build and upgrade infrastructure, particularly in urban centers where expanding populations are putting increasing pressure on aging facilities. Today’s citizens expect public services to be as personalized and responsive as the services they get from the private sector. “The fundamental question is: do you want a social worker spending 80% of their time filling in forms or helping someone?” says Kirsty Louise Campbell, formerly the council’s Head of Strategy and Insight. Bane NOR is now able to manage the risks of its systems and networks in order to deter, detect and respond to cyber threats and implement recovery procedures if a cyber incident does occur. It also provides the means for service provider organizations, family and carers to access and share information, and improve collaboration between all those involved in the support of the child. This will require structures to promote awareness of the opportunities and benefits of digital technologies and data reuse, and to equip civil servants with the necessary skills. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. Digital Transformation is enabling the creation of new operating models and services within the local economy. Governments that effectively manage digital transformation will create a world-class quality of life for their citizens, regain public trust and improve their country’s competitiveness within the global economy. Public services are accessible to all residents 24/7. In response, the state’s Department of Family and Community Services (FACS) is implementing major reforms to strengthen the system. “After all, a desire to help people is why they went into the profession in the first place.”. Nagpur Municipal Corporation (NMC), the body responsible for the administration and development of the city, wanted to harness the power of technology — including digital networks, smart sensors, advanced analytics and IT solutions — to build a better living and working environment for all its citizens. The program has been successful and the benefits for citizens are starting to flow: EY insights on digital transformation can help you unlock new value and create the enterprise of the future. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. Drawing inspiration from the Indian government’s Smart City Mission, the state of Maharashtra developed a charter for transforming urban centers using technology. 11 Benefits of Digital Transformation for Local Government By govpilot In an era characterized by rapid modernization, increased constituent expectations, shrinking budgets, and unpredictable outside disruptions, local governments’ reliance on arcane paper-based processes drains its scarce resources and limits its ability to fully serve constituents. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. Helping societies and economies to function better. Digitalization is both a hindrance and a help in this struggle. The ultimate goal is to improve service quality, promote transparent and efficient interaction, enhance the level of public trust in government, and drive better citizen outcomes. Channel Total annual volume Many of today’s most fundamental challenges — urbanization, globalization, pollution, water shortages and climate change — can be tackled with smart infrastructure developments such as connected cars, electric vehicles, smart power grids, energy-efficient buildings, Internet of Things (IoT) networks and open data portals. The EY team prepared a smart city vision and integration plan. Defense organizations are investing in AI and machine learning; cyber weapons and threat detection programs; cybersecurity apparatus; robotics and digital tools to make them nimbler and more effective. In addition to cookies that are strictly necessary to operate this website, we use the following types of cookies to improve your experience and our services: Functional cookies to enhance your experience (e.g. A digital transformation that implies the redesign of the tools and methods used in the machinery of government will require in fact a significant change in the institutional frameworks that regulate and help coordinate the governance systems in which such changing processes are implemented. EY has been working with the City of Edinburgh Council to introduce intelligent automation (IA) as a way to sustain essential services in a challenging environment. Please refer to your advisors for specific advice. By restricting the cash-based transactions and using only digital payments, the government can efficiently expel the black economy. remember settings), Performance cookies to measure the website's performance and improve your experience, Advertising/Targeting cookies, which are set by third parties with whom we execute advertising campaigns and allow us to provide you with advertisements relevant to you,  Social media cookies, which allow you to share the content on this website on social media like Facebook and Twitter. More innovation. The report identifies six barriers to digital transformation: Read the Digital Government Transformation report. It outlines how the government will use digital methods to transform the relationship between the citizen and state. In a key plank of digital transformation undertaken by Greater Manchester Police, EY designed and procured new mobile capabilities to allow officers to spend more time in valuable, public-facing activities and less time processing paperwork back at base. Bane NOR, Norway’s rail infrastructure provider, is in the process of replacing its 1950s-era technology with a next-generation traffic control system. Review our cookie policy for more information. "The Journey to Government’s Digital Transformation" examines digital technology’s ability to fundamentally transform the way the public sector operates and delivers services to customers and offers strategies for government leaders to accelerate the rate of their progress. While governments prepare their own workforces for the digital age, technological changes such as automation and AI have far-reaching implications for the future of work, economies and society in general. Robotic process automation (RPA) offers increased speed and efficiency, the flexibility to cope with peaks in demand or backlogs, and the reduction of manually introduced errors. © 2020 EYGM Limited. EY Global Government & Public Sector Consulting Leader. At the recent WEF Annual meeting in Davos much discussion centered around the need for public-private collaboration to overcome global challenges - ranging from climate change to economic inequality. This major shift in policing methods was underpinned by a new operating model and an integrated operational policing system that gives users access to better-quality information, supports citizen interaction and improves information sharing with partners such as fire fighters and paramedics. EY | Assurance | Consulting | Strategy and Transactions | Tax. The report identifies that “although significant progress has been made by government in addressing the growing needs of today’s digitally engaged citizens, there is still room for improvement and many untapped opportunities”. Governments that effectively manage digital transformation will create a world-class quality of life for their citizens, regain public trust and improve their country’s competitiveness within the global economy. Traffic management has improved, leading to cleaner air and better mobility. Our analysis suggests that capturing the full potential of govern­ment digitization could free up to $1 trillion annually in economic value worldwide, through improved cost and operational performance. For the first time, they could use a mobile app to complete key policing procedures on the spot, such as taking witness statements, logging evidence and consulting the main database. 6. We live in uncertain times. Only then will governments capture the wider benefits that digital transformation can bring to people and society. Digital transformation can also help facilitate collaboration between different government entities, improving programs and services to better the lives of citizens. 7. “Giving officers the modern tools they need to help them solve incidents and problems without needing to return to the police station has improved our performance and efficiency dramatically.”. What elevated levels of political risk mean for business in 2021. So governments are introducing information security management systems to safeguard the data they keep and increasingly rely on. Much has been done since the 2012 Government Digital Strategy, which demonstrated the potential of public service transformation by rebuilding some of the most high volume services to make them ‘digital by default’. 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